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How should you handle a bad situation?
Facebook is facing a crisis. Cambridge Analytica used 50 million users’ personal information without their permission to create targeted campaigns during the 2016 presidential campaign. Users want answers. The media wants answers. Congress wants answers. Still, during this storm, Facebook’s CEO Mark Zuckerberg was conspicuously absent. From news accounts, it’s not just that he wasn’t appearing in public. He also seems to be invisible internally. One news account was speculating that we had more concern about protecting his brand than facing the bigger issues. He broke his silence yesterday, after #WheresZuck took over social media. By not being present, his leadership brand has taken the hit.
Crisis situations (and even garden-variety mistakes) often involve rapid rates of change in stakeholder perceptions and actions. How should leaders handle it when things go wrong? When poor decisions are made? When they simply make a mistake? Here are four tips:
How have you seen leaders handle bad situations?